Suffolk Coastal values the feedback on our services that we
receive through the complaints process and we are committed to
dealing with all complaints fairly and impartially and to providing
a high quality service to those who make them.
There are, however, a small number of people who pursue their
complaints in a way that can prevent proper investigation of their
complaint or other peoples; or that requires us to commit
significant and inappropriate levels of resource to investigating
the complaint; or who refuse to accept the results of the
investigation and determination of their complaint.
As part of this service the Council does not normally limit the
contact complainants have with its offices. However the Council
does not expect its staff to tolerate behaviour by complainants
which is unreasonable, for example, which is abusive, offensive or
threatening, and will take action to protect staff from that
behaviour.
We refer to such complainants as 'unreasonable' or 'unreasonably
persistent complainants' and, exceptionally, will take action to
limit their contact with the Council and its staff.
When we decide to treat someone as an 'unreasonable 'or an
'unreasonably persistent complainant', we will write to tell them
why we believe this to be the case, what action we are taking and
how long that action will last.
If we are still treating someone as an unreasonable or
unreasonably persistent complainant after a year, the decision will
be reviewed by the Head of Service for Customer Services and a
decision will be taken as to whether the restrictions should
continue.